Member Service Specialist

Job Description

Job Description

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row (2013-2024)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:

• Full-time employees receive 100% paid health, dental & vision insurance
• Earn incentives up to 15%, depending on position
• 401K plan with employer matching funds up to 5%
• Profit Sharing
• Tuition reimbursement
• Gym membership reimbursement
• Paid time off for holidays, vacation, and sick days
• Credit Union West membership and discounts

Be part of our award-winning team!

POSITION SUMMARY

Enhances the quality of life for our members by embracing the organization’s mission and core values. This frontline, member-facing position will provide an industry leading member service experience. Provides consultative conversations and sound financial advice for our members through the development and expansion of new and existing relationships. This universal sales position supports teller operations, opening of consumer and business new accounts, account maintenance and consumer personal and real estate loan applications and funding.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Sales and Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Meets or exceeds sales and production objectives by handling member requests, identifying needs and making recommendations. Responsible for application processing and funding of consumer loans including personal, credit cards, auto, and home equity. Solicits a variety of peace-of-mind ancillary products associated with loans. Accurately completes loan and title documents. Participates in outbound calling campaigns as needed.

• New Account and Member Maintenance – Opens, maintains, and closes a wide variety of membership accounts including but not limited to savings, checking, certificate, and retirement accounts. Opens specialty accounts such as Business, Trust and Estate. Provides proactive and timely follow up. Assists members with a wide range of services such as online banking, direct deposit, automatic transfers, and account maintenance. Assists members through digital channels such as phone, and email, ensuring professional communication through all channels. Encourages adoption of digital services.

• Teller and Branch Support – Efficiently and accurately processes transactions in a friendly manner. Maintains proper security controls and uses sound judgment to place check holds. Follows member identification procedures and asks questions to mitigate fraud. Uses good judgment to provide overrides within permission authority. Responsible for individual cash drawer balancing and assisting with daily branch balancing activities. Acts as a support resource for other team members. Completes assigned auditing, ordering and vault related responsibilities.

• Performs other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

EDUCATION: A high school diploma or G.E.D.

EXPERIENCE: A minimum of 1-3 years of lending experience in a financial institution required. Ability to work shifts between the hours of Monday – Saturday 8am to 6pm. NMLS required. Bilingual preferred.

SKILLS & COMPETENCIES

• Live the mission, vision, and core values of the credit union.

• Able to communicate effectively and tactfully with employees and members both orally and in writing.

• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

• Thorough knowledge and understanding of organization’s Employee Handbook and policies.

• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.